Assists the IT teams with providing operational assistance to our various practice management systems.  Answer questions and/or resolve problems in person, via telephone or support tickets. May provide assistance concerning the use of software, scheduling appointments, online registration, treatment planning, posting transactions or payments, dialing balancing, printing.  

This position handles basic and advanced practice management software service requests. It is our goal to ensure that tickets are evaluated, documented, and prioritized during the troubleshooting process while maintaining proactive communications with the server requester. 

• Support Desk PMS tickets 

• Training calls 

• Emergency phone calls 

• Documentation Management 

• Conversion preparations 

1. Mappings 

1. Data testing 

1. Follow up calls 

• Confer with staff, users, and management to establish requirements for new systems or modifications 

Work Environment:  

This job can be fully remote. 

Physical Demands: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. This position may require some travel. 

This position requires the ability to occasionally lift products and supplies, up to 20 pounds.  

Competencies: 

• Drives Results – Consistently achieving results, even under tough circumstances. Persists in accomplishing objectives despite obstacles and setbacks. Pushes self and helps others achieve results.  

• Manage Complexity – Making sense of complex, high quality, and sometimes contradictory information to effectively solve problems. Acquires data from multiple and diverse sources when solving problems. Evaluates pros and cons, risk and benefits of different solution options. 

• Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understating of the unique needs of different audiences. Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels. Provides timely and helpful information to others across the organization. 

• Ensures Accountability – Holding self and others accountable to meet commitments. Follows through on commitments and makes sure others do the same. Acts with a clear sense of ownership. 

• Action Orientated – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.  Identifies and seizes new opportunity. Steps up to handle tough issues.  

• Collaborates – Building partnerships and working collaboratively with others to meet shared objectives. Partners with others to get work done. Gains trust and support of others. 

• High School Diploma Required  

• Associates or Bachelors’ Degree in related field preferred  

Qualifications/Training:  

• Skilled knowledge and experience supporting staff or customer service. 

• Excellent people skills. 

• Dental/Medical office experience 1 to 2 years. 

• Ability to troubleshoot software issues. 

• Communication skills 

• Intermediate to advanced experience with the use and application of the most current technologies and products used in the industry.